Bilingual Customer Service Representative – Remote

Company Description

Sutherland is a digital transformation company and a Great Place to Work certified organization, dedicated to helping customers globally achieve greater agility and transform automated customer experiences. With over 35 years of experience, we partner with renowned brands across various industries.

Job Description

As a Bilingual Customer Service Representative, you will provide exceptional inbound customer support primarily via phone and email for an exciting streaming service client. Your role will involve resolving billing issues, troubleshooting technical errors, and guiding customers to the best entertainment solutions.

This role is perfect for you if:

• You are adept at troubleshooting technical problems.
• You regularly use streaming services.
• You excel at handling diverse customer inquiries.
• You are an active listener who enjoys building rapport.
• You are eager to learn, perform in a team, and creatively solve problems.
• You value and utilize two-way feedback for performance enhancement.

What We Offer:

• Medical, dental, and vision benefits.
• Paid training & PTO.
• Advancement opportunities (80% of frontline leaders promoted from within).
• Monthly company reward & recognition programs.
• Employee Discounts.
• EAP & Health and Wellness programs, including a dedicated personal trainer.

Qualifications:

• Bilingual proficiency in Spanish and English (testing required).
• Understanding of basic computer and home networking terminology (e.g., operating systems, routers).
• Efficient and accurate typing skills (minimum 30 WPM).
• Experience using streaming players or gaming systems.
• Excellent verbal and written communication skills; strong multitasking abilities.
• Driven by problem-solving and goal achievement.
• Familiarity with Microsoft Office tools.
• Experience in customer service and sales.
• High school diploma or equivalent.

Remote Work Requirements:

• Excellent Internet connectivity: Minimum 2 MBPS upload / 10 MBPS download (hard-wired connection required; wireless/satellite not compatible).
• A quiet, distraction-free, and secure workspace.

Additional Information

Important Note: This job is open only to residents of Canada, and authorization to work in Canada is required.

Sutherland is an equal opportunity employer.